Frequently Asked Questions

We are pleased to ship to the majority of Europe, North America, South Africa, Australia, New Zealand, Japan and South Korea and we are hoping to expand the countries we deliver to in the near future. We are unfortunately unable to deliver to Russia, Belarus or Ukraine at the present time.

The delivery date for your order will depend on which shipping method you selected in the checkout.

You can see all the information about our shipping options here.

If your order is placed before 2pm then we aim to dispatch on the same day (excluding bank holidays & weekends). You will receive a confirmation from us as soon as your parcel has been dispatched from our warehouse. You will also receive an email or text from Royal Mail with details of how to track your order.

International parcels are either delivered via Royal Mail or DHL. This depends on the weight of the parcel and where the item is being delivered to.

Yes, we are pleased to ship to the majority of Europe, North America, South Africa, Australia, New Zealand, Japan and South Korea and we are hoping to expand the countries we deliver to in the near future. We are unfortunately unable to deliver to Russia, Belarus or Ukraine at the present time.

We’re sorry, we can’t edit or amend orders.

We may be able to cancel your initial order, if you call us as soon as possible (although this isn’t guaranteed) and you can then place a new order for all the items needed.

This may be because we do not currently ship to your address or that the product you have selected is not available to ship internationally. Please contact our friendly customer service team at hello@metoyou.com for more information and guidance.

The majority of our bears, plush, gifts and cards are available to order internationally. However there are some items that are UK only due to customs or weight reasons. This includes our extra large bears, any products that include candles or flammable items, food items, seeds or food containers.

Yes. Local customs charges are payable once your order reaches customs. These charges are outside of our control, but your order will contain all the necessary customs paperwork to help ensure your order passes as smoothly as possible through the customs process. The courier will contact you to pay the charge once it has cleared customs.

Delivery costs depend on your country and the weight of your package and will be calculated at checkout. Please note delivery costs do not include customs charges. You will receive a notification from the courier once your item has reached customs with the customs charge which you will need to pay before your item will be delivered.

Orders under 2kg are sent via Royal Mail Tracked Delivery which aims to deliver between 5-7 working days. Please note that this is not withstanding customs clearance and delays on customs payment will impact delivery.

DHL Express (for orders over 2kgs only):
Europe: 2-3 working days Rest of world: 5-7 working days

Delivery days are quoted as working days so orders may not be despatched on UK public holidays or delivered on public holidays in the destination country.

Although we can include a standard ‘This is a gift’ postcard, as part of the customs process we are required to include the order value and product descriptions as part of your order paperwork to ensure it clears customs smoothly.

We are unfortunately unable to deliver to PO boxes.

Yes, we are pleased to ship to British Forces Postal Offices via both our Royal Mail and DHL services.

Unfortunately we don't currently offer any expedited shipping options for international delivery, so please allow plenty of time for your order to arrive ahead of the special occasion.

Unless your item is damaged or faulty, we are unable to accept returns from international customers. If in the unlikely event that your item arrives damaged or faulty, please contact hello@metoyou.com and our friendly team will guide you through the process, which may include taking pictures or videos of the faulty item and its packaging.

Once you have placed your order, we will email you with an order confirmation including a delivery reference to allow you to track your package from door to door with the courier.

We’re sorry, we can’t edit or amend orders.

We may be able to cancel your initial order, if you call us as soon as possible (although this isn’t guaranteed) and you can then place a new order for all the items needed.

We’re so sorry that your order isn’t quite right.

If your order is incorrect then please get in touch with us and we can arrange a return for the incorrect items and will send out your correct order as soon as possible.

If your order is broken or damaged, then please send an email with a photo attached and we will send out a replacement as soon as possible.

Yes! When you get to your basket, you can go straight through the checkout without creating an account.

If you do have an account, you can log in when you’re in the checkout to save your order details.

We accept payments from: Visa, Mastercard, American Express & PayPal

All payments made are completely secure.

Don’t worry! If you’ve forgotten your password then visit the 'My Account' page and click the ‘Forgot Your Password?’ link, enter your email and we’ll send you a link to reset your password.

If this is still not working, send us an email to hello@metoyou.com and we’ll try our best to fix this for you.

If you’ve got a unique discount code, then you can enter this in the checkout (after you've proceeded through the basket).

Only one discount code is valid per order, please check the T&Cs for the discount code.

We don’t currently offer a gift wrap service or a service to add a personal message.

You can select the ‘This is a Gift’ box in the basket, and we will not include an invoice with your order & will instead pop a ‘This is a gift from someone special’ postcard in their order.

Please make sure you let them know there’s something special on the way.